Air Liquide Healthcare

I receive tanks of oxygen I pay for myself from Air Liquide Healthcare, which I previously had the monthly rental removed from my account via direct debit. Not any more, after I purchased and paid for by bank transfer, an oxygen concentrator to use at home. The reason was because I returned the oxygen concentrator, because it was clearly defective… Read more

(it was supposed to be brand new - it had 2 hours of use on it when I plugged it in which I thought was strange considering new concentrators usually have zero hours when plugged in and turned on the first time) since it was making a loud, surging, metallic screech about 95 decibels (they are meant to run with only background levels of noise) with operation. The issues started when they started to argue with me - trying to force me to keep the concentrator when I called them the next day (I had only turned it on before I went to bed, and when I can out to where it was positioned in the house I could immediately hear the noise so I had to turn it off - a serious problem for people needing supplemental oxygen; the equipment needs to be operational otherwise you can hav significant reduction in your blood oxygen levels, so reliable equipment is absolutely necessary). I turned it on during the phone call, which make it audible over the phone, and yet I was still being gaslit with telling me it was normal several times, to which I would not submit to that pressure. They then conceded, said they would send a drier to assess it and then it would be repaired and returned, which I refused as I no longer wanted the item and would return for a refund (which I have the rights to do according to fair trading NSW). Air Liquide tried to pressure me into a repair, but they couldn’t guarantee urgent turn around (I need this equipment to breathe), couldn’t guarantee it would be fixed, couldn’t guarantee that I wouldn’t have to ‘pay extra’. I said those terms were not acceptable - a brand new item was seriously faulty, and I wanted to return it for refund after only one overnight use (which during that time it was giving off a metallic smell, and the pressure was not being maintained at my usual setting of 2 litres per minute). Oxygen concentrators are designed to run 24/7 for days at a time, and only need to be turned off to short periods of time (if ever), and they never smell like metal through the tube, nor lose pressure, when working normally (I have had previous oxygen concentrators before). I kept requesting a refund and kept being argued with, gaslit, and coerced to keep a faulty item until I demanded Air Liquide uphold the Fair Trading right to a refund, quoting the content from the Fair Trading NSW website. After telling them about 30 times that I would not be harassed further and that I had a right to refund throughout the phone call, and providing video and sound evidence both on the phone and via email during that time, they agreed to have it collected an provide a direct transfer of the full purchase price into my bank account, which I accepted. I then had to make multiple phone calls, emails, and supply repeated evidence that I was granted a refund for the next 2 months, because Air Liquide had ghosted me completely, using active avoidant tactics to delay refunding me ($999.00), including “I don’t have access to the information”, “the person you need to speak to is not available “, “I’m not sure who told you that but I do not have authorisation to give you any refund”, “we do not have evidence that we collected the item” (I had to then send them video evidence from my camera that their driver collected the item at the time and date that I had arranged collection before they believed me that they in fact had collected and were in possession of the item, which was collected the next week as soon as possible after I reported the fault, with no further use, evidenced by the hour-meter that displays time of use), and various other delays. I then told Air Liquide that I would pursue a case with fair trading NSW - they still did not respond, until some weeks later, when someone simply processed the refund, and the “managers had a meeting and decided to approve the refund”, which then was returned to my nominated bank account. However, they then sent their next invoice for my tank rental which I pay monthly (which usually is around $137) with a payment instalment plan demanding over $300 in instalment for the oxygen concentrator, in addition to the $137 for the tanks, and showing arrears for the remainder of the price of the tank and delivery charges for the concentrator. I called them and they said I needed to pay for the concentrator - not listening to anything I said around the fault, the return with video evidence of it being collected by their driver on the agreed day when their driver was available after reporting the fault, and alluding to me being someone who was trying to steal an item that I returned as faulty goods. They didn’t help whatsoever, and referred my ‘arrears’ to their collections department, who I then had to explain the entire problem to again, provide videos of the fault and of their driver collecting the item again, and refer them to the fact that they had refunded me the cost price shortly before sending me this invoice demanding payment instalments for the item I had returned and for which they had just recently reduced me the cost price after I had to chase them for over 10 weeks. I immediately cancelled my direct debit, an informed my bank to reject any requests from their merchant ID for payments in any amounts, since they would essentially be enacting theft from my account. My bank wholly agreed with me, and said they would be actively doing what they could to prevent Air Liquide from stealing money from my account, by monitoring my account for attempted theft transactions from Air Liquide, and would inform me if they tried to access funds under any means (including attempted theft by deception, ie: telling my bank I had unpaid purchases, which my bank would ignore as I had provided them all of my documentation, history or payment and subsequent refund, and their threatening demands for money for the item I returned). I now pay for my tank rental via direct transfer, then I provide copies of my paid receipts to both their accounts AND collections departments as a matter of course so they can see that their invoices for tank rental are being paid regularly on or before the due date each month. However, again, I have been receiving harassing emails that contain ZERO evidence of any arrears (no pdf account, no screenshots, no statements of my account - JUST an email) sent to me from Air Liquide Healthcare Collections Department telling me that I have unpaid invoices and that their recent repeated attempts to withdraw money from my account have failed!!! I told them that email demands of arrears without giving me any evidence/statement of arrears would be entirely ignored, and that my bank is actively rejecting any and all ‘attempts at withdrawal’ from my account as they have all evidence of transactions, invoices, video evidence of fault, video evidence of your driver collecting the faulty item, as well as my direct bank transfers of my monthly tank rental payment, and are preventing theft by Air Liquide. With my reply to their most recent attempts at theft by demanding access via direct debit, I gave them evidence of my payments to date for monthly tank rental, and a CEASE AND DECIST order to stop harassing me for money that I do not owe them, since I am now utterly fed up with their pressure to be able to enact theft directly from my bank account with demands I give them direct debit access - which I most certainly will never do. I’m appalled that I am being treated this way, like I am some kind of criminal, when in actual fact, Air Liquide Healthcare is aggressively trying to defraud and thieve from me via coercion, and harassment, without providing me any objective evidence whatsoever - because there is none - that I am in any way in arrears. I have repeatedly provided them financial transactional evidence that I am not in arrears and that their continued pressure for me to give them access to my bank account is highly inappropriate and illegal when I am paying them using bank transfer each time I receive my monthly tank rental invoice (which I send evidence of the payment every time to accounts and collections). I’m appalled that I would be treated like a criminal, pressured with coercive methods including harassment that is ongoing regarding providing access to my bank account for them to draw money at will, and sent bogus threatening demands for payments that I have already paid regarding the ongoing monthly accounts for tank rental. It’s appalling, as a person living alone with significant health problems to have a company harass and gaslight you while you’re trying to survive on supplemental oxygen. It’s like they want to harass me till I am no longer strong enough to prevent them stealing money directly from my bank account, instead of providing access to life saving health and medical equipment. Go figure.

I would absolutely not recommend this company. I was on direct debit with them, they over charged me. Trying to get a refund out of them was harder than getting blood out of a stone, they don’t reply to any emails or calls, they come up with alot of excuses then try to say they didn’t have the right account details even though they’d been taking the money out of my account to begin with. A pathetic organisation and really poor customer service

Found Dearne at air liq Penrith to be outstanding, rooms there are private and the staff kind patient and knowledge. I am a complex case. I was unable to get help I needed at pharmacy due to issues I have personally. Called them got in same day and got the help I needed. Absolutely outstanding when the resmed machine didn't suit me personally..I won't be going elsewhere.

I am writing to express my sincere appreciation for the exceptional service provided by Dearne Khazma your CPAP Diagnostic and Therapy Consultant. From the moment I interacted with her, she demonstrated an unparalleled level of kindness, respect, and professionalism. Dearne was incredibly helpful with all my inquiries, consistently going above… Read more

and beyond to assist me. She demonstrating a remarkable commitment to customer satisfaction. Best Regards, Magda Benyameen

Off to Fair Trading and then NCAT. They engage in deceptive and misleading conduct and we agree with all the comments regarding lack of customer service. Apparently, they think its legal that once the contract has been cancelled they can continue to charge fees. And guess what, they don't give you a copy of the contract to the customer and then… Read more

they can't produce it. They owe me money but I will also be going to NCAT to seek financial compensation as well. It's about time people took these disgraceful companies on.

13/8/25 Email sent to Fair Trading about this company. Hello I refer to your email below; As I have repeatedly mentioned, there is no rental contract.  The vendor i.e Air Liquide located at Bronte Rd, Bondi Junction, did not provide a copy of the signed contract to my mother. My mother is 84 years old and English is her second language. We have repeatedly requested a copy of the signed contract and this company refuses to hand one over. This is the first matter that Fair Trading needs to address under the Australian Consumer Law. I have attached a copy of my mother's redacted bank statement that highlights the regular charges for the hire of the machine. This company would not allow her to provide her credit card number, they insisted they would only accept a bank account transfer. Therefore, they have engaged in coercion and this also needs to be addressed by Fair Trading. Attached as well is a copy of the invoice and payment for the purchase of the machine. This is all she has. So to summarise the matters that Fair Trading needs to address; 1. Refund of the $30. 2. Investigate why a signed copy of the rental contract was never provided and why they have REFUSED to provide a copy of this invoice/ contract upon request. This company has shocking reviews about their business behaviour and your department needs to investigate them and your department needs to investigate them and put them on notice. 3. Investigate their coercion and heavy handed tactics applied to an elderly person, to force her to provide her bank account details.

My mother will also be notifying her specialist about this matter and to not recommend patients use their products.

If a specialist or someone recommends this company for a CAPD, go elsewhere, unless you want to be treated poorly.

Terrible service at townsville store. Rude, condescending, uninformed, unorganised. NEVER ANSWER THE PHONE Gone elsewhere obviously

Difficult company to deal with, the receptionists are very unfriendly and unhelpful, it’s upsetting. I asked for a trolley for my canister and was told it was too late to add to the order that was coming the following day. When the man arrived he said he could easily have put one in the van. I asked if I could book in advance for my monthly… Read more

replacement canisters and was told they don’t do that I would have to call them to request it. That it was my responsibility to do that not theirs. I could go on and on, it just seems like whenever I call them it’s a huge inconvenience for them. I’m sorry I have a terminal illness that requires their products, products that I have to pay for, the least they could do is to try and make things a little easier.

Stuck up and snotty nose – Warning all ships medical You cannot get your first aid room medical bottles refilled anywhere in Brisbane places like air liquid are so stuck up and snotty nose unless you rent a bottle from here or from any of the places in Brisbane you are out of luck.

Lack of care or empathy – All I’m trying to do is cancel the equipment as the patient has died and get an error in an account rectified. The people on the phone today have been so rude, callous and unhelpful.

Incompetent and unfriendly – Really incompetent company with argumentative and anti-client customer service representatives. Every single interaction since the switch from Supagas in August has been frustrating and confused. This is incredibly dangerous when dealing with vulnerable people and life support products. It is also very stressful for clients. I hope their contract is a short one I would never recommend.

Extreme delays when attempting to phone communicate with businesses – After attempting unsuccessfully to phone this company for over three days, I managed to speak to an operative. The telephone lines were do heavily booked that it was frustrating waiting to get through. However, I eventually managed to speak to a very pleasant young lady to whom I could discuss my business with. During the conversation I was told… Read more

that the phone connection delays were due to a bad staff shortage. This has led me to doing some research into this major problem of staff shortages throughout the country. Also, I have received many complaints about businesses tell their phone callers that they will return their calls, but few, if any, do. I am very concerned about this situation which also, worryingly, affects many Government institutions - it appears to be a worsening trend today and needs immediate remedial attention.

Unprofessional Service – southport office gold coast.very unprofessional service the two young people in the office knew nothing about liquid aire products management you need to make sure your staff have good people skills and a good understanding of your products. Kevin Adams..

Air Liquid, not great service – Two stars only because they deliver medical oxygin for my wife. The service is just ridiculous, have to phone them every month to get them to deliver health oxygin. Super Gas had set dates to deliver oxygin and we did not have to ring them, my wife received a text message two days in advance telling her that her monthly oxygin will be… Read more

delivered. Not to mention that my wife has to remind them and ask for nasal cunallas each delivery. Service could be improved quite a bit, not to mention that we are in Melbourne and we have to ring Queensland, for heaven's sake. Pity the government decided to dump Super Gas, and service went backwards.

Unreliable, poor customer service – Beware. Found that customer service was terrible. The test is not bulk billed. Noted that test kit needed cleaning when I went to put it on. Leads kept falling off and the light flashed in my face. Zero sleep. Seems Air Liquide create a diagnosis from one dreadfully restless night on their dodgy equipment to take the next step to sell you their expensive cpap machine. They ignored feedback.

Disappointed – Thoroughly disappointed with this service ! .Firstly sent me home without batteries then asked to bring back & sent home again with the box of confusing electrodes wires etc After an uncomfortable night was phoned a few days later that 2 of the electrodes had not worked & test was invalid I should have been offered a refund at least I will not bother to have another test !!!! Very poor service !!

Air Liquide, avoid if you can – Long term client of Home Oxygen. Do yourself a favour and save stress that you don’t need and use another supplier if you can. I’m locked due to being Palliative Care patient and funded but am trying to switch to private arrangement elsewhere. If you enjoy a poorly managed cluster, well they are the ones to use. If you want service, go elsewhere.

Thoroughly Disappointed – Initial interview was excellent but from then on so expensive & absolutely no help at all. We tried to buy the machine we were renting but was told definitely not available for purchase but we could get $200 off a new machine. I managed to buy it for a further $300 off from another company. In all I saved $500 RRP by shopping around.

Don't use them! – Terrible company. Incompetent and rude. Rarely answer the phone. Tried going 5 times and got NOWHERE!!! Not even a mask fitting! Got the full kit ready to go from CPAP DIRECT.

Too much of my time spent trying to address their customer service issues – Very poor customer service. I have been dealing with an accounts arrears issue since January 2024 which they created as they are sending the invoices to the wrong place. I have spent so much energy trying to resolve their disorganised approach to customer service and still no resolution. I've tried but now I will be taking all my clients to another medical provider who takes pride in their approach to addressing issues.

Bad experience of a trial cpap machine – Just returned a trial machine for 2 weeks ,I apparently failed because I couldn’t tolerate it for at least 4 hours a night , it just keeps me awake ,doesn’t help with sleeping, now after a fortnight I have vertigo from lost sleep

Poor customer experience – I found the team totally unprofessional and not solutions focused. I will not be going back again.

Direct Debit Nightmare! Beware! – I rented a CPAP machine for 3 days and returned it. And 6 weeks later I am still paying rent on it. You can only speak to an after hours number where they relay a message, you can't speak to a manager. No one gets back to you or takes ownership of your problem and fixes it. You just get hand balled around. Would not recommended.

BEWARE! Terrible experience trying to get a refund – A direct debit was set up to trial a sleep apnea machine. After 4 weeks decided to purchase one from them, however they continued to take out direct debits. Contacted them several times via phone & email to stop the DD but no action taken. Finally ‘offered’ a refund which was $100 short of what was owed so refused & complained further up the… Read more

chain. They were just as bad & randomly deposited an amount, which was still $100 short! Absolutely pathetic company, would not recommend to anyone.

Irresponsible staff selling sleepapnia machines – I bought a sleepapnia machine and as soon as I paid for it $2100 she was was so in a hurry to get me out of the office..now I need the help with the machine because it was saying I need a new filter..I didn’t know that the machine had a filter in so I rang about the filter because it was really dirty even after I try to clean it ..the ‘customer’… Read more

service girl said sorry but I am fully booked till next week..she couldn’t give me the new filter that I needed just said I am sorry fully booked..how irresponsible is that ..we are not talking about someone’s toes here or fingers we are talking about someone’s lungs ..they are running their own business and only interested in making money …they should have more training and for them to see the seriousness of their business not just making money..

Buyer beware of prices – I just received an email announcing the start of Air Liquide’s Black Friday Sale. They’re advertising the mask I use at a 33.78% discount. But their ‘sale’ price is still $3.00 more than the same item at a CPAP supplier near me. A price which has been the same for some time. So either Air Liquide’s regular prices are typically way more than everyone else’s, or their discount is dodgy. Shop around!